Customer Support Representative

About the Role

Collaborate with the top 1% of global talent —How?

Meet GIA, your AI talent partner, who will share how and why this is more than just a job!

The Opportunity:

You'll own customer relationships for Puffy—a $1B+ DTC brand known for award-winning support. Reporting to the CS Director, you'll handle complex issues, protect the brand, and turn frustrated customers into loyal ones. Strong base pay, uncapped bonus, clear path to grow.

Your Trajectory Here

This isn't a dead-end role. Support team members at Puffy grow into:

• Senior Support Associate — Handle escalations, mentor new hires

• Team Lead — Own a support pod, drive metrics

What takes 4-5 years elsewhere happens in 1-2 here.

Who You'll Work With

You'll be part of the Customer Support team, collaborating daily with:

• CS Director — Your direct manager, regular 1:1s

• Support Team — Peers handling volume together, sharing playbooks

Our team includes alumni from Apple, Deutsche Bank, Deloitte to name a few.

What You'll Own:

• Own the Customer Relationship: Respond to and own customer issues from first contact to final resolution, providing the foundation for Puffy’s award-winning customer experience.

• Become Our On-Site Brand Champion: Utilize autonomy and advanced tools to manage customer interactions, provide thoughtful solutions, and maintain Puffy's brand reputation.

• Engineer a Seamless Customer Experience: Manage the flow of customer feedback, keeping meticulous records and providing key insights to the organization.

• Utilize AI Co-pilot: Partner with our proprietary AI co-pilot to automate routine inquiries, allowing focus on strategic problem-solving and creating exceptional customer experiences.

• Leverage Modern Support Stack: Architect a modern customer experience using tools like Zendesk, Gorgias, or Freshdesk across an e-commerce platform like Shopify.

• Command High Volume Inquiries: Confidently manage a high volume of customer inquiries.

What You Bring:

• 1-2+ years of proven customer support expertise: Demonstrated history of being a go-to customer support expert in a fast-paced, high-stakes environment.

• Master of professional communication: Ability to command a high volume of inquiries with confidence.

• Fast and accurate typist: 50+ WPM typing required.

• Proficient in modern support systems: Experience with tools like Zendesk, Gorgias, or Freshdesk across an e-commerce platform like Shopify.

• Excited by technology: Sees AI as a partner that enhances skills, not as something to be feared.

We are looking for individuals who

• Are Owners: Take autonomy, make decisions, and are accountable for results beyond their defined role.

• Execute with Urgency: Thrive in a high-stakes, dynamic environment with speed, precision, and a constant sense of purpose.

• Demand Excellence: Push boundaries, solve hard problems, and insist on the highest standards to deliver impactful results.

• Go All-In: Rally as one team to meet critical project demands and achieve significant wins.